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- Tasks: Lead a team to analyse customer feedback and enhance guest satisfaction across 850 hotels.
- Company: Premier Inn, a top employer committed to diversity and inclusion.
- Benefits: Competitive salary, flexible working options, and a culture of innovation.
- Why this job: Shape the future of customer experience in a beloved hospitality brand.
- Qualifications: Strong analytical skills and experience in customer-facing organisations.
- Other info: Join a supportive environment with opportunities for career growth.
The predicted salary is between 36000 - 60000 £ per year.
CX Insights Manager
Location: Dunstable, Bedfordshire 3 days per week, with 2 days from home or another location
Salary: £70,000 – £75,000 dependant on skills & experiences + car allowance + up to 30% bonus + healthcare + bens
Function: Customer Engagement
Are you passionate about transforming customer experiences through data-driven insights? Do you thrive in fast-paced environments where your work directly influences strategy and guest satisfaction across hundreds of locations? If so, we want to hear from you
Premier Inn are on the lookout for a Customer Experience (CX) Insights Manager (more quantitative that qualitative) to lead a high-performing team of analysts in shaping the future of guest satisfaction across our 850 hotel sites. With over 1.5 million pieces of customer feedback collected annually, this role offers a unique opportunity to make a significant impact in a business that takes customer experience seriously.
What You\’ll Be Doing
- Lead and inspire a team of CX analysts to deliver actionable insights from CSat data across all customer touchpoints—physical, digital, and contact centres.
- Drive strategic development of our customer satisfaction tracking roadmap, evolving our tools and methodologies to meet changing guest needs.
- Champion guest experience improvements, identifying deficits and opportunities across the customer journey.
- Collaborate with senior stakeholders including Regional Operations Managers, the Food & Beverage Leadership Team, and the Executive Committee to turn insights into action.
- Innovate with AI and behavioural science to elevate our CX capabilities and deliver best-in-class satisfaction surveys.
- Own and evolve our use of platforms like Medallia and Ipsos to ensure robust and timely reporting.
What We\’re Looking For
- A highly analytical leader with proven expertise in CX tracking, survey analytics, and statistical analysis.
- Experience in large, customer-facing organisations such as hospitality, retail, supermarkets, or other direct-to-consumer businesses.
- Strong storytelling and stakeholder engagement skills, with the ability to influence at all levels.
- A strategic thinker who can balance profitability with customer experience and drive continuous improvement.
- Experience managing external agencies and insight platforms and developing high-performing teams.
Why Join Us?
- Be part of a business where customer experience is at the heart of everything we do.
- Work with cutting-edge tools and methodologies to shape the future of guest satisfaction.
- Influence decisions that impact millions of guests across the UK.
- Join a culture of innovation, collaboration, and continuous learning.
Why join us?
This is more than a job—it\’s a chance to shape the future of one of the UK\’s most loved hospitality brands. You\’ll have the freedom to innovate, the support to succeed and the opportunity to make a real difference.
We are proud to have been recognised as a Top Employer for 14 consecutive years, voted a top apprenticeship employer by Department of Education and Rate my Apprenticeship, this year we placed #10 in the Stonewall Workplace Equality Index for our commitment to LGBTQIA+ inclusion at Whitbread and have been awarded as a Top 25 Exemplary Employer in the Investing in Ethnicity Parliamentary Matrix as the only hospitality company leading the way in terms of Inclusion.
Customer Insights Manager employer: Whitbread PLC
Contact Detail:
Whitbread PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insights Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Premier Inn on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into customer experience trends in hospitality. Show us you know your stuff and can bring fresh ideas to the table—this role is all about innovation!
✨Tip Number 3
Practice your storytelling skills! You’ll need to convey insights clearly to stakeholders. Use examples from your past experiences to demonstrate how you've turned data into actionable strategies.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Customer Insights Manager
Some tips for your application 🫡
Show Your Passion for Customer Experience: When you're writing your application, let your enthusiasm for customer experience shine through. We want to see how much you care about making guests happy and how your skills can help us achieve that.
Be Data-Driven: Since this role is all about insights, make sure to highlight your analytical skills. Use specific examples from your past experiences where you've turned data into actionable insights. We love numbers, so don't shy away from them!
Tailor Your Application: Take the time to customise your application for this role. Mention our tools like Medallia and Ipsos, and show us how your experience aligns with what we’re looking for. A personalised touch goes a long way in making your application stand out.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Whitbread PLC
✨Know Your Numbers
As a Customer Insights Manager, you'll be dealing with a lot of data. Brush up on your statistical analysis skills and be ready to discuss how you've used data to drive customer satisfaction in the past. Prepare specific examples that showcase your analytical prowess.
✨Showcase Your Leadership Skills
You'll be leading a team of analysts, so it's crucial to demonstrate your leadership style. Think about times when you've inspired a team or driven change. Be prepared to share these stories and highlight how you foster collaboration and innovation.
✨Understand the Customer Journey
Familiarise yourself with the customer journey in hospitality. Be ready to discuss how you would identify deficits and opportunities for improvement. Showing that you can think strategically about guest experience will set you apart from other candidates.
✨Engage with Stakeholders
This role involves collaborating with various stakeholders. Prepare to talk about your experience in engaging with senior management and turning insights into actionable strategies. Highlight your storytelling skills and how you've influenced decisions at all levels.